Loyalty Program Manager, Americas

Job Description

Job Description

Location: Louisville, CO (hybrid – 4 days/week in office)
Employment Type: Full-Time
Compensation : $60,000-$80,000 annually, depending on experience
Reports to: Global Loyalty Lead, with a dotted-line relationship to Americas Marketing

Fjällräven is preparing to launch and grow the Forever Fjällräven Club in North America, creating a more meaningful way to connect with the people who choose our gear for time spent outdoors. As Loyalty Program Manager for the Americas, you will help bring that program to life across e-commerce, retail, email, and customer service.

This is a hands-on operational role for someone who enjoys bringing structure to complex work. You will translate global loyalty strategy into a locally relevant member experience, coordinate the teams and details behind a successful launch, and use customer insight and performance data to keep improving what comes next.

You will work closely with colleagues across North America and Europe, serving as the connective thread between Global Loyalty and regional teams. If you are equal parts organized project leader, customer journey thinker, and thoughtful collaborator, we would love to hear from you.

WHAT YOU WILL DO

Launch, Operations, & Regional Roadmap

· Lead North American launch readiness, day-to-day program health, local roadmap planning, and performance follow-up

• Translate global loyalty strategy into locally relevant member journeys and initiatives, especially during the first months following launch

• Manage milestones, dependencies, risks, and readiness requirements with Global CRM & Loyalty and North American partners

• Serve as the regional loyalty-platform superuser, coordinating issue resolution, vendor support, documentation, reporting needs, and a prioritized improvement backlog

• Maintain program benefits, offers, member information, and operating processes alongside global and regional stakeholders

• Equip Customer Service, Retail, E-commerce, and other internal teams with clear training, documentation, knowledge articles, and escalation paths

Campaigns & Member Experience

• Own the regional loyalty calendar and coordinate campaign delivery with Marketing, E-Commerce, Email, Creative, Retail, Customer Service, Technology, and Global Loyalty teams

• Write clearly, actionable loyalty and CRM briefs that define the audience, objective, timing, offer, message, requirements, and success measures

• Define segmentation, targeting, and personalization priorities across the member lifecycle, including communication priorities, exclusions, and control groups

• Partner with channel and creative teams on member-facing communications, providing the loyalty strategy, benefit accuracy, and member experience input

• Use member feedback, behavioral insights, and customer service trends to identify and prioritize improvements to the program and member journey

Measurement & Optimization

• Co-create automation and campaign requirements with the Email team; review, quality-check, and optimize outcomes

• Partner with Global Loyalty and the Email team to use existing automations and identify capacity needs for regional enhancements

• Collaborate with E-Commerce and Technology teams on approved loyalty-related website and platform implementation

• Define North American program and campaign objectives, KPIs, reporting routines, and test plans with Global CRM & Loyalty, Analytics, Email, and E-Commerce partners

• Track local performance across enrollment, activation, engagement, benefit use, repeat purchases, retention, and customer lifetime value

• Turn results into practical recommendations and maintain a thoughtful test-and-learn approach across audiences, offers, content, journeys, and channels

• Document learnings and share recommendations with North American and Global stakeholders

WHAT MAKES YOU A GREAT FIT

You are a hands-on loyalty operator who can bring structure to ambiguity and move comfortably between planning and execution. You build trusted relationships across functions, stay close to the customer experience, and use data to improve results.

You bring:

• 5+ years of relevant experience in customer retention, CRM, lifecycle marketing, customer engagement, or a related field

• Strong project management and operational skills, including the ability to manage concurrent workstreams, dependencies, and deadlines

• Experience with loyalty or CRM technology in an omnichannel retail or consumer environment

• Understanding of CRM tools, customer flows, lifecycle journeys, segmentation, personalization, and performance reporting

• Ability to translate business goals into clear requirements, campaign briefs, operating processes, and measurable outcomes

• Clear written and verbal English communication skills, with the ability to influence partners across functions, levels, and geographies

• Comfort collaborating across North American and European time zones as needed

• Bachelor’s degree in Marketing, Business, Communications, or similar; or equivalent practical experience

Preferred (but not required)

• Experience launching or materially scaling a retail loyalty program

• Experience with points-based loyalty programs

• Experience in customer service or customer experience

• Hands-on email or CRM campaign execution experience

WHAT WE OFFER

Click here to learn more about Fjällräven’s benefits like:

• 401(k) with employer match to support your long-term financial wellbeing

• Comprehensive health and wellness benefits for full-time employees, including medical, dental, and vision coverage, long- and short-term disability

• Generous paid time off and paid company holidays to rest, recharge, and get outside

• Product discounts and access to Fjällräven outdoor events

• A strong commitment to sustainability , quality craftsmanship, and responsible business practices

ABOUT US

For over 60 years, Fjällräven has been committed to inspiring people to spend more time in nature through high-quality outdoor gear. Founded in Örnsköldsvik, Sweden, our products are designed with longevity, sustainability, and performance in mind. We believe in thoughtful design, responsible production, and building gear that can be passed down through generations. As part of Fenix Outdoor, we continue to expand across North America with a focus on exceptional customer experiences and responsible growth.

✨ INTERESTED?

Tell us what excites you about building a loyalty program that helps Fjällräven connect more closely with its community.

Please complete our brief online application and come walk with us.

Fenix Outdoor is committed to continually striving to create and promote a diverse and inclusive workplace for all employees. We provide equal employment opportunities. Our goal is to create a safe, fair and friendly work environment where everyone feels welcome and can thrive.

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